85 FR 227 pg. 75020 - Proposed Information Collection Activity; Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (OMB #0970–0401)
Type: NOTICEVolume: 85Number: 227Page: 75020
Page: 75020FR document: [FR Doc. 2020–25978 Filed 11–23–20; 8:45 am]
Agency: Health and Human Services Department
Sub Agency: Children and Families Administration
Official PDF Version: PDF Version
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DEPARTMENT OF HEALTH AND HUMAN SERVICES
Administration for Children and Families
Proposed Information Collection Activity; Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (OMB #0970-0401)
AGENCY:
Administration for Children and Families, HHS.
ACTION:
Request for Public Comment.
SUMMARY:
The Administration for Children and Families (ACF) proposes to extend data collection under the existing overarching Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (OMB #0970-0401). There are no changes to the proposed types of information collection or uses of data, but ACF is requesting an increase to the estimated number of respondents.
DATES:
Comments due within 60 days of publication. In compliance with the requirements of Section 3506(c)(2)(A) of the Paperwork Reduction Act of 1995, ACF is soliciting public comment on the specific aspects of the information collection described above.
ADDRESSES:
Copies of the proposed collection of information can be obtained and comments may be forwarded by emailing infocollection@acf.hhs.gov. Alternatively, copies can also be obtained by writing to the Administration for Children and Families, Office of Planning, Research, and Evaluation (OPRE), 330 C Street SW, Washington, DC 20201, Attn: ACF Reports Clearance Officer. All requests, emailed or written, should be identified by the title of the information collection.
SUPPLEMENTARY INFORMATION:
Description: Executive Order 12862 directs federal agencies to provide service to the public that matches or exceeds the best service available in the private sector. As outlined in Memorandum M-11-26, the Office of Management and Budget (OMB) worked with agencies to create a Fast Track Process to allow agencies to obtain timely feedback on service delivery while ensuring that the information collected is useful and minimally burdensome for the public, as required by the Paperwork Reduction Act of 1995. ACF created this generic clearance in response to this effort by OMB.
In order to work continuously to ensure that the ACF programs are effective and meet our customers' needs, we use this Fast Track generic clearance process to collect qualitative feedback on our service delivery. This collection of information is necessary to enable ACF to garner customer and stakeholder feedback in an efficient, timely manner in accord with our commitment to improving service delivery. The information collected from our customers and stakeholders helps ensure that users have an effective, efficient, and satisfying experience with the programs. This feedback provides insights into customer or stakeholder perceptions, experiences, and expectations; provides an early warning of issues with service; or focus attention on areas where communication, training, or changes in operations might improve delivery of products or services. These collections allow for ongoing, collaborative, and actionable communications between ACF and its customers and stakeholders. They also allow feedback to contribute directly to the improvement of program management.
Per Memorandum M-11-26, information collection requests submitted under this Fast Track generic will be considered approved unless OMB notifies ACF otherwise within 5 days.
Respondents: ACF program participants, potential program participants, stakeholders, and other customers.
Annual Burden Estimates
Based on the use of this generic clearance over the past 3 years, ACF is requesting an increase to the estimated number of respondents from 10,000 to 12,500.
| Instrument | Total number of respondents | Total number of responses per respondent | Average burden hours per response | Total burden hours |
|---|---|---|---|---|
| Example instruments include: | ||||
| Customer Comment Card/Complaint Form | 12,500 | 1 | .5 | 6,250 |
| Customer Satisfaction Survey | ||||
| Usability Testing ( e.g., Website or Software) | ||||
| Small Discussion Group | ||||
| Focus Group |
Estimated Total Annual Burden Hours: 12,500.
Comments: The Department specifically requests comments on (a) whether the proposed collection of information is necessary for the proper performance of the functions of the agency, including whether the information shall have practical utility; (b) the accuracy of the agency's estimate of the burden of the proposed collection of information; (c) the quality, utility, and clarity of the information to be collected; and (d) ways to minimize the burden of the collection of information on respondents, including through the use of automated collection techniques or other forms of information technology. Consideration will be given to comments and suggestions submitted within 60 days of this publication.
Authority:
Social Security Act, Sec. 1110. [42 U.S.C. 1310].
Mary B. Jones,
ACF/OPRE Certifying Officer.
[FR Doc. 2020-25978 Filed 11-23-20; 8:45 am]
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